Beste Kurin
Downingtown,PA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
2
2
years of professional experience
Work History
Executive Assistant
Rad Diversified
01.2023 - 08.2023
- Handled confidential and sensitive information with discretion and tact.
- Managed 3+ executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened over 150 calls and 2000 emails daily and responded accordingly to support executive correspondence.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
Guest Services & Sales Professional
IHG - InterContinental Hotels Group
05.2022 - 01.2023
- Delivered extraordinary service to inbound calls and walk-in customers in a fast-paced customer care environment, responded to questions and concerns including cancellations, fraud and billing
- Created a welcoming environment and personally interacted with each guest
- Consult each customer to their needs and tailor unique solutions
- Filed incident reports and handled document problems and disturbances on database
- Updated customer account information on database
- Communicated updates and reinforced new benefits of hotel loyalty programs to customers
- Tracked guest satisfaction with customer survey results to recognize trends and create action plans to improve on key selling skills, understanding customer needs and meeting monthly quota.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
Call Center -Customer Service Representative Agent
HGS - Hinduja Global Solutions
01.2022 - 06.2022
- Responded to customer requests for products, services, and company information.
- Answered 300+ customer telephone calls daily, promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
Executive Assistant to the President
Americorps Vista - Volunteers In Service To America
03.2021 - 11.2021
- Managed executive requests, scheduled meetings, answered calls and other office duties
- Researched, drafted and submitted proposals for new grant opportunities for nonprofit organization
- Organized networking events and maintained relationships with funders, and donors within community.
- Organized and coordinated conferences and monthly meetings.
- Handled confidential and sensitive information with discretion and tact.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Answered high volume of phone calls and email inquiries.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted VP and Director of Education as needed
Education
Associate of Science - Communications
Delaware County Community College
Media, PA06.2018
Skills
- Customer Data Confidentiality
- Corporate Standards
- Sales Expertise
- Customer Support
- Sales and Marketing
- Database Management
- Interpersonal Skills
- Strong Telephone Etiquette
Timeline
Executive Assistant
Rad Diversified
01.2023 - 08.2023
Guest Services & Sales Professional
IHG - InterContinental Hotels Group
05.2022 - 01.2023
Call Center -Customer Service Representative Agent
HGS - Hinduja Global Solutions
01.2022 - 06.2022
Executive Assistant to the President
Americorps Vista - Volunteers In Service To America
03.2021 - 11.2021
Associate of Science - Communications
Delaware County Community College
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